SriLankan Airlines - Airline Ground Staff for Explicit Rude and arrogant behaviour

Apr 06, 2022

lokesh agnihotri-of US

Incidence Happened on 01/03/22 @ Melbourne airport. We were denied Boarding for a flight that was schedule @ 7:45am. 4:45 we reported @airport for checkin. Online checkin was completed prior schedule date. After 2 hours of wait due to slow process (process was slow due to official visit from represenattive)we were advised @ 6:45 PCR test is required for my 8 year old son even though he was fully vaccinated, PCR test done on Spot @ Airport when approached again denied by ground staff stating we are late by 5 minutes when checkin process was still on. After having rough day and spending 15hrs @ airport, finally Sri lankan airline head office allocated 3 seats for following flight scheduled @00:30 MIdnight but ground staff denied boarding again stating 3 seats have been allocated but not active in system hence need to paid $5600 total in order to board the flight. We paid requested amount in order to board the flight but irony is, no covid certificate or PCR requirement was questioned as previously. Payment process took fair bit of time due to which flight was delayed for 1 hour in contrast to the morning where we were told that we are late by 5 minutes. since my wife's father was hospitalised in India we had no option than to keep going.

In conclusion we had to pay for 2 tickets for single destination, repay for already allocated seats. Denied boarding of a flight without any clarification or efforts in resolve the issue. we were left in lurch, my son who is 8 years old was crying profusly, one of teh staff member approached my son and commented "stop playing victim's card".